By Lawrence Casiraya
INQUIRER.net
First Posted 09:21:00 05/23/2008
MANILA, Philippines -- Despite the phenomenal growth, call centers need to instill "desirability" among agents to balance attrition rates, according to an industry executive.
In an industry that depends heavily on worker supply for continued growth, attrition rate carries more weight than usual. The call center industry now employs around 200,000 people, based on industry estimates.
Over the years, however, the average attrition rate for the call center industry has remained consistent.
"Agents cite the same reasons every year -- pregnancy, health or moving to another industry or out of the country," said Raffy David, board director for the Call Center Association of the Philippines (CCAP).
According to David, attrition has always averaged around 19 percent, although most call center operators, when interviewed, would always claim to have lower than the industry average.
"There is no doubt anymore about acceptance (of a call center agent)," David noted in an interview with INQUIRER.net. "But we have to make it more desirable for the agents by establishing it as a serious career to have."
David admitted that some parents discourage their children from pursuing a career in call centers due to misconceptions about the industry, such as working night shifts.
"If we lift desirability in our agents, we would easily achieve our growth targets and improve further our reputation as the best destination for voice-based services," he added.
CCAP is targeting to grow industry workforce further to half a million by 2010.
Read More>>>
INQUIRER.net
First Posted 09:21:00 05/23/2008
MANILA, Philippines -- Despite the phenomenal growth, call centers need to instill "desirability" among agents to balance attrition rates, according to an industry executive.
In an industry that depends heavily on worker supply for continued growth, attrition rate carries more weight than usual. The call center industry now employs around 200,000 people, based on industry estimates.
Over the years, however, the average attrition rate for the call center industry has remained consistent.
"Agents cite the same reasons every year -- pregnancy, health or moving to another industry or out of the country," said Raffy David, board director for the Call Center Association of the Philippines (CCAP).
According to David, attrition has always averaged around 19 percent, although most call center operators, when interviewed, would always claim to have lower than the industry average.
"There is no doubt anymore about acceptance (of a call center agent)," David noted in an interview with INQUIRER.net. "But we have to make it more desirable for the agents by establishing it as a serious career to have."
David admitted that some parents discourage their children from pursuing a career in call centers due to misconceptions about the industry, such as working night shifts.
"If we lift desirability in our agents, we would easily achieve our growth targets and improve further our reputation as the best destination for voice-based services," he added.
CCAP is targeting to grow industry workforce further to half a million by 2010.
Read More>>>
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